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Added 22 mins ago
Spécialiste mise en route / Commissioning Specialist
Veolia | North America
Montreal, QC
Full-time
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia…
Added 38 mins ago
Winding Shop Quality Control Inspector
ANDRITZ AG
Peterborough, ON
Recruitment Process Disclosure: We utilize technology and automation to manage certain administrative tasks within our hiring process. However, Artificial Intelligence is not used to…
Added 1 hour ago
Senior Director of Engineering
Murata Power Solutions, Inc.
Markham, ON
$250,000 to $300,000 CAD / year
…the most transformative technology markets: Server, Storage, and Networking (SSN) and advanced automation, including robotics and energy…
Added 1 hour ago
Business Intelligence (BI) Analyst - Portfolio Reporting
Raise
Vancouver, BC
Full-time
…needs, making this a unique opportunity to work with an industry leader. Our Client, is one of the largest electrical energy suppliers in…
Added 2 hours ago
Développeur Logiciel Systèmes de Build / Build Systems Software Developer
OPAL-RT
Montreal, QC
A global leader across a wide range of applications, our tools are used in many industries, including automotive, aerospace, energy, transportation, industrial manufact
Added 3 hours ago
Inside Sales Representative
Sonepar
Timmins, ON
Today, Sonepar is the leading distributor of energy-efficient products, pioneering the energy transition and making sustainability a priority. At Sonepar, we firmly believe that every…
Added 3 hours ago
Spécialiste mise en route / Commissioning Specialist
Veolia Environnement SA
Montreal, QC
Full-time
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia…
Added 4 hours ago
Spécialiste mise en route / Commissioning Specialist
Veolia | Water Tech
Montreal, QC
Full-time
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia…
Added 5 hours ago
Inside Sales Representative
Sonepar
Timmins, ON
Today, Sonepar is the leading distributor of energy-efficient products, pioneering the energy transition and making sustainability a priority. At Sonepar, we firmly believe that every…
Added 5 hours ago
Mechanical Designer (Skid system/process piping)
ALTEN Canada
Toronto, ON
Full-time
In just three decades, ALTEN has become a global leader in Research & Development, Engineering, IT Services, Life Sciences, and Network Services. With a presence in more than 30 countries…
Added 5 hours ago
Manufacturing Production Planner
ANDRITZ AG
Peterborough, ON
$26 to $34 CAD / hour
Recruitment Process Disclosure: We utilize technology and automation to manage certain administrative tasks within our hiring process. However, Artificial Intelligence is not used to…
Added 8 hours ago
Contract Operator
Weir
Port Hope, ON
Full-time
We are a global leader in mining technology for a sustainable future. We help our customers extract the resources the world needs more efficiently and more sustainably. Our planet’s future…
Added 8 hours ago
Contract Operator
ESCO Group LLC
Port Hope, ON
Full-time
We are a global leader in mining technology for a sustainable future. We help our customers extract the resources the world needs more efficiently and more sustainably. Our planet’s future…
Added 19 hours ago
HVAC O&M Controls Technician
Johnson Controls
Toronto, ON · Richmond Hill, ON
Full-time
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce…
Added 19 hours ago
Shift Engineer (4th Class Power Engineer)
AccorHotel
Vancouver, BC
Full-time
As part of the Engineering team, you will contribute to the exceptional standards of service and facility excellence that define Vancouver's iconic "Castle in the City."
Added 20 hours ago
Automation Engineer and Project Leader
BBA Consultants
Rouyn-Noranda, QC
Full-time
BBA plans to establish a multidisciplinary team in Abitibi-Témiscamingue in the coming months to better support project and client development in the region. As a member of the team, you’ll…
Added 23 hours ago
Student Intern, Operations Technology & AI Solutions
Celestica International LP
Toronto, ON
$23 to $30 CAD / hour
As a global technology leader, Celestica designs, engineers, and manufactures industry-leading products and services that drive customer success and market advancement. Headquartered in…
Added 23 hours ago
Associate EI&C Engineer
Veolia | North America
Oakville, ON
Full-time
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia…
Added 23 hours ago
Senior Instrumentation Technician
Sirius Instrumentation and Controls Inc.
AB · Edmonton, AB
Full-time
Sirius Instrumentation and Controls Inc. designs and manufactures chemical injection systems, smart controls, and remote power solutions for the oil and gas industry. Our technologies help…
Added 1 day ago
Manufacturing Supervisor
Weir
Port Hope, ON
Full-time
We are a global leader in mining technology for a sustainable future. We help our customers extract the resources the world needs more efficiently and more sustainably. Our planet’s future…
Added 1 day ago
Electrical & Instrumentation Engineer
Veolia | North America
Oakville, ON
Full-time
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia…
Added 1 day ago
Controls Project Manager
Johnson Controls
Winnipeg, MB · CAN MB Winnipeg Century Street
Full-time
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce…
Added 1 day ago
Dispatchable Field Service Representative
Veolia | North America
Oakville, ON
Full-time
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia…
Added 1 day ago
Associate EI&C Engineer
Veolia | Water Tech
Oakville, ON
Full-time
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia…
Added 1 day ago
Principal Engineer
Enercare Inc.
Markham, ON
Full-time
A strong grasp of DevOps practices, CI/CD pipelines, and automation.

SWTCH Energy Inc.

Director, Technical Customer Support

Remote, Canada

Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Sep 18, 2026

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Original job description

Who We Are

SWTCH is pioneering EV charging solutions for multifamily and commercial properties across North America. Since 2016, our team of entrepreneurs, energy professionals, and technologists has been focused on unlocking the social, economic, and environmental benefits of widespread EV adoption. Today, our solutions are deployed in tens of thousands of locations - many of which are low-to-moderate income housing - helping to make clean mobility accessible for all.

With an expanding footprint across Canada and the U.S., we’re scaling quickly and looking for mission-driven talent to help accelerate our growth.

Job Opportunity

As we continue to grow, we're looking for an experienced Director, Technical Customer Support to lead our Tier 1 and Tier 2 Technical Support organization and help deliver an exceptional customer experience at scale.

Reporting to the CEO, the Director, Technical Customer Support will lead SWTCH's remote Technical Support organization, overseeing Tier 1 and Tier 2 support teams. This leader will be responsible for delivering operational excellence, achieving service level objectives, developing high-performing teams, and driving continuous improvement across the support function.

The ideal candidate has successfully built and led distributed technical support organizations, understands how to scale customer operations, and uses data to improve both team performance and the customer experience.

What You’ll Do

Lead, coach, and develop a high-performing remote team of Tier 1 and Tier 2 Technical Support agents and team leads.
Own the day-to-day operation of the Technical Support function, ensuring customers receive timely, high-quality support.
Establish and monitor key operational metrics, including SLAs, CSAT, response and resolution times, backlog health, quality, and team productivity.
Develop scalable support processes, workflows, and knowledge management practices to improve efficiency and consistency.
Build effective escalation processes and partner closely with Engineering, Product, Customer Success, Network Operations, and Deployment teams to resolve customer issues.
Drive workforce planning, scheduling, and capacity management to support a growing global customer base.
Recruit, mentor, and retain top talent while fostering a culture of accountability, collaboration, and continuous improvement.
Analyze customer trends and operational data to identify opportunities for automation, process improvements, and product enhancements.
Lead critical customer escalations and ensure clear communication during high-impact incidents.
Build a customer-centric support organization that continuously improves the overall customer experience.

What You'll Bring

12+ years of experience in Technical Customer Support, Customer Operations, or Service Operations, with 5+ years leading Tier 1 and Tier 2 technical support teams, including remote or distributed teams.
Demonstrated success leading managers, team leads, and frontline technical support professionals in a high-growth environment.
Proven experience building and scaling technical support operations, including workforce planning, SLA management, quality assurance, and performance reporting.
Strong analytical skills with experience using operational metrics and customer insights to drive continuous improvement.
Experience with customer support platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar ticketing systems.
Exceptional leadership, coaching, communication, and cross-functional collaboration skills.
Experience supporting enterprise SaaS, EV charging, IoT, networking, telecommunications, or another technology-driven industry is strongly preferred.

At SWTCH, we believe in powering the future together. You'll have the opportunity to build and scale a world-class Technical Support organization while helping accelerate the adoption of electric vehicles. You'll work alongside a collaborative, mission-driven team committed to delivering innovative technology and exceptional customer experiences.

Business Impact - As a core member of the executive team, you have the opportunity to take a lead role and make a significant impact on the culture and values of the company.
Environmental Impact - We are a clean energy company with a mission to reduce carbon emissions globally to ensure a clean and sustainable future.
Diversity - People develop their talents and skills in different ways. We value different paths and experiences. If you think you meet the qualifications we are seeking, take a chance and express your interest here.

SWTCH does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our P&C team. All qualifications will be done face-to-face, whether that is in person or over Google Meet. SWTCH does not send out offers of employment without meeting candidates and does not offer employment via text. If you are contacted for any personal information via test and/or without having met a member of our hiring team in person, please disregard.

SWTCH Energy is an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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More about this job

Responsibilities

The Director of Technical Customer Support will lead and develop remote Tier 1 and Tier 2 support teams to ensure operational excellence and high-quality customer service. This role involves driving workforce planning, establishing key performance metrics, and collaborating across departments to resolve complex technical issues.

Requirements

Candidates must have 12+ years of experience in technical support or service operations, with at least 5 years in a leadership capacity managing distributed teams. Proven expertise in scaling support operations, utilizing ticketing platforms, and leveraging data to improve team performance is essential.

Skills

Technical Support
Team Leadership
Operational Excellence
Workforce Planning
SLA Management
Customer Experience
Data Analysis
Process Improvement
Zendesk
Salesforce Service Cloud
Freshdesk
Cross-functional Collaboration
Coaching
Performance Reporting
Quality Assurance
Escalation Management

Visa sponsorship

Not detected in the job text

Keywords

Technical Customer Support
EV Charging
SaaS
IoT
Networking
Telecommunications
Operational Metrics
SLA
CSAT
Workforce Management
Knowledge Management
Automation
Incident Management
Customer Success
Engineering
Product Management
Deployment
Distributed Teams
High-growth Environment
Clean Energy
Sustainability
Leadership
Mentorship
Accountability
Collaboration
Operational Data
Customer Trends
Technical Support Operations
Service Operations
Capacity Management

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